Service Level Agreement

In2ition AI, Inc.

Version: 2026-10-26

This Service Level Agreement (the “SLA”) forms part of the agreement between In2ition AI, Inc. (“Provider”) and its customer (“Customer”) for paid use of the in2ition.ai platform. Capitalized terms not defined here have the meanings in that agreement.

1. Uptime Target

Provider uses commercially reasonable efforts to make the Production Application available with a target Monthly Uptime of 99.5% in each calendar month.

2. Definitions

2.1 “Production Application” means the production web application at app.in2ition.ai that Authorized Users sign in to.

2.2 “Downtime” means a period of at least five consecutive minutes during which, as measured by Provider’s monitoring, the Production Application is unavailable to Customer’s Authorized Users, such that they cannot sign in or load its main pages. Downtime does not include Excluded Events.

2.3 “Monthly Uptime” means the total minutes in the calendar month minus Downtime minutes, divided by the total minutes in the month, expressed as a percentage.

2.4 “Excluded Events” means unavailability caused by: (a) scheduled maintenance, and emergency maintenance needed to protect the security or integrity of the Services; (b) outages or degradation of telecommunications carriers, telephony providers, or third-party AI model providers; (c) acts or omissions of Customer, its Authorized Users, or its equipment, networks, integrations, or third-party services; (d) Customer’s breach of the agreement or the Acceptable Use Policy, or a suspension the agreement allows; (e) force majeure events; (f) features labeled beta, preview, trial, or similar; or (g) general internet problems outside Provider’s reasonable control.

2.5 Call connection, call quality, delivery of calls or messages, and the speed or accuracy of AI processing are not measured by this SLA.

3. Nature of the Target

The uptime target is a goal, not a guarantee. Not meeting it is not a breach of the agreement and does not entitle Customer to service credits, refunds, or damages.

4. Maintenance

Provider will try to schedule maintenance at times of low usage and to give notice of scheduled maintenance that is expected to cause noticeable unavailability.

5. Support

Provider provides support during its normal business hours through the channels described in the Documentation.

6. Updates

Provider may update this SLA as its agreement with Customer allows.